End of my line with BT......

miss_pig

This is my first ever post, but I'm so angry with BT and their so called customer service that I don't know what to do next!:mad: Here goes......

I arranged for BT to install a phone line in my flat so I could get broadband, and as I'm still not sure who I want to get broadband from I was told I'd have to pay the full installation fee of £122 with a deposit of £25. I paid the deposit and arranged the appointment.........only to get a call this morning from the engineer who said he was at my door, except he wasn't at my door, he was at the wrong block of flats in the right street.

To my amazement, he then informed me that he couldn't install the line as it was a different flat and a different cable.
Getting angry, I called BT hoping against hope that they could arrange to have the line installed later today as it was their mistake, only to be told that was not possible as a completely new order would need to be made and the earliest appointment for installation they could give me would be 6th July.

By this point I was filled with righteous anger,as I would need to take another day off work (which I don't get paid for), and even after all the hassle they'd caused me, they couldn't even arrange for the next appointment to be at an exact time, instead of just between 8am-1pm........To top it all off, I got a subsequent call from BT to tell me that I should have paid a deposit of £50!!!! I asked to speak to a manager and was told that one would call me back within 24 - 48hours, which I don't think is acceptable customer service.

I'm so,so angry with the way BT have treated me, I can't believe I have to pay for this awful service, as well as being out of pocket for all the time I've taken off :mad:.......does anyone know if I can claim compensation from BT, or am I being ridiculously naive, after all it's not like I can hit them in the pocket by taking my business elsewhere (cable is not available in my area), as only they can install a phone line in my flat.....Any advice would be much appreciated.

Heinz

Although I can understand your anger with "BT", the unfortunate thing is the people with whom you placed your order, BT Retail, were not the ones making the error.

BT Retail, like all the other non-cable companies now in the business of line rental, have to employ Openreach to do the work. Although Openreach is another BT company (which, on the instructions of Ofcom, was separated out from "BT" to do all engineering work), they are an independent firm and, as you have found out, are not as flexible as the old GPO used to be.

I'd suggest that, as another order has to be placed, you go back to them and say, "I'll now have the free installation offer thanks."

http://www.serviceview.bt.com/list/p...Impl337855.htm

As for the Customer Options Team if you get any waffle from the first person you speak to.

miss_pig

:T thanks so much for that, it would have helped if the BT person I spoke to could have explained that to me, instead of just repeating an apology over and over....apologies are fine, but mostly I just want the situation resolved....will take your advice and see what happens........

BT_company_representative

Hi miss_pig

Sorry for the problems, no wonder you're annoyed. Heniz is right but we will give you the earliest appointment available. If you want me help send your details to my PM and I'll check out your order.

Cheers
Linda
BT Support